If you are a consumer who has experienced dissatisfaction with any of our products or services, please let us know. We welcome your complaints so that we can improve on products or service delivery. All complaints will be processed promptly and at no charge to you.

Making a complaint

You may contact our Customer Service Team by any or combination of the following means:

The process

We will acknowledge receipt of your complaint after receiving the details of your complaint.

Our Complaints Contact Person will handle the complaint and advise you if any further information is needed. The Complaints Contact Person will liaise with the relevant parties to find answers for you. You will be informed of the outcome and the reason for the decision reached.

Service level commitment

Unless there are exceptional circumstances, we are committed to resolving and responding to your complaint within 45 days.

Some complaints are more complex and could take a little longer to resolve. In that case, we will:•Inform you of the reasons for the delay; •Specify a date when a decision can be reasonably expected; and •Notify you of your right to contact our external dispute resolution scheme

Financial hardship applications

If you apply to us for the repayments under your credit contract or consumer lease to be varied on the ground of financial hardship, we will respond to your application within 21 days.

Dispute resolution escalation

If, despite our best efforts you are still dissatisfied with our response, you may contact our external dispute resolution scheme. However, we would like you to give us an opportunity to review our initial decision by escalating it to our Customer Relations Team. Our Customer Relations Team may initiate further investigation if necessary. You may write to our Customer Relations Team at the following address:

Attn: Customer Relations TeamReply Paid 2258 Brisbane QLD 4001

External dispute resolution

Our external dispute resolution scheme for BOQ Credit Pty Limited and BOQ Funding Pty Limited is the Credit and Investments Ombudsman Ltd (CIO) which may be contacted as follows:

Products and services are provided by separate companies in the Bank of Queensland group of companies. Bank of Queensland Limited ABN 32 009 656 740 (BOQ) does not guarantee or otherwise support the obligations or performance of any other company that is a member of the BOQ group of companies or the products or services that they offer.